Kim Hedlin
Senior principal of research in the Gartner Customer Service and Support Practice
Kim Hedlin is a senior principal of research in the Gartner Customer Service and Support Practice, covering the customer service experience and how service organizations deliver differentiating customer and employee experiences through human-centric technology systems.
Articles by
Kim Hedlin
Selling is a worthwhile effort, but don't forget that customer service is agents' primary function.
Posted March 28, 2025
How to use conversation design to improve customers' chatbot experiences.
Posted November 01, 2024